Job Description
We are seeking a Senior Customer Service Representative to join our elite support team in New York. At Apex Solutions, we pride ourselves on delivering world-class experiences to our clients. In this role, you will serve as the primary point of contact for our valued customers, ensuring their needs are met with empathy, efficiency, and professionalism.
If you have a passion for problem-solving and a knack for building strong relationships, we want you to help us drive customer satisfaction and retention.
Responsibilities
- Manage a high volume of customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Diagnose complex technical and billing issues, providing clear, step-by-step solutions.
- Document all customer interactions accurately and comprehensively in our CRM system.
- Identify trends in customer feedback to suggest product improvements and process enhancements.
- Collaborate closely with the product and sales teams to ensure alignment on customer needs.
- Handle escalated complaints from junior support staff with patience and diplomacy.
- Contribute to team training and mentorship of new hires.
Qualifications
- Minimum of 2-3 years of experience in customer support, technical support, or account management.
- Strong verbal and written communication skills with a professional, polished tone.
- Proficiency with CRM software (e.g., Salesforce, Zendesk, HubSpot) and Microsoft Office Suite.
- Ability to thrive in a fast-paced, deadline-driven environment while maintaining high attention to detail.
- High emotional intelligence (EQ) and strong conflict resolution skills.
- Bilingual (English/Spanish) is a strong plus.